Introduction to CVS Health
At CVS Health, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle is at the core of our commitment to delivering human-centric healthcare that is both personal and innovative. As a leader in the healthcare industry, we recognize the importance of empathy, compassion, and understanding in the services we provide. Our Heart At Work Behaviors support this purpose, empowering every team member to play a vital role in transforming our culture and accelerating our ability to innovate and deliver solutions that make healthcare more accessible, convenient, and affordable.
Job Overview
We are seeking an experienced and motivated Customer Service Supervisor to join our team in a fully remote capacity. As a supervisor, you will be responsible for the overall supervision of Customer Service employees, with a focus on member and provider satisfaction, retention, and growth. Your expertise will be crucial in efficiently delivering competitive services to providers, ensuring that every interaction reflects our commitment to exceptional customer experiences.
Key Responsibilities
- Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver excellent customer service, fostering a culture of continuous improvement and excellence.
- Be visible and available to staff, answering questions, monitoring calls, and providing ongoing feedback to ensure that every team member has the support and resources needed to succeed.
- Utilize available incentive programs to reward, recognize, and celebrate team and individual successes, promoting a positive and inclusive work environment.
- Assess individual and team performance on a regular basis, providing candid and timely feedback regarding developmental and training needs, including the completion of monthly and annual scorecards.
- Monitor all performance measures such as daily stats and schedule adherence, allocating resources to meet volume and performance demands and ensuring that the team is equipped to handle the dynamic nature of customer service.
- Develop and maintain strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives, leveraging these relationships to drive growth and improvement.
- Remove barriers to job performance and ensure regulatory compliance, upholding the highest standards of integrity and professionalism in all aspects of the role.
- Attract, select, and retain high-caliber, diverse talent able to successfully achieve or exceed business goals, contributing to the development of a cohesive team that works well together and supports each other's success.
- Act as a liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions to ensure seamless collaboration and effective problem-solving.
Essential Qualifications
To be successful in this role, you will need:
- 3-5 years of Call Center Experience, with a deep understanding of the principles and practices that underpin exceptional customer service.
- 1-3 years of Supervisory Experience in a highly transactional organization, demonstrating your ability to lead, motivate, and develop high-performing teams.
- 1+ years of data analysis experience working in Microsoft Excel, with the ability to create charts and pivot tables from raw data, and a strong analytical mindset.
- High-speed internet access (25 mbps or higher) and a reliable router, with the ability to set up and work with a direct connection (NOT WI-FI), ensuring uninterrupted service and productivity.
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase, with the ability to quickly adapt to new systems and technologies.
- Project Management experience, with a proven track record of successfully planning, executing, and delivering projects on time and within budget.
- LEAN Six Sigma methodology and experience, with a deep understanding of process improvement principles and a commitment to continuous learning and development.
Education
A High School Diploma is required for this role, although additional education or certifications in a related field may be beneficial.
Compensation and Benefits
The typical pay range for this role is $40,600.00 – $75,000.00, depending on experience, education, geography, and other relevant factors. This position is also eligible for a CVS Health bonus, commission, or short-term incentive program, in addition to a comprehensive benefits package that includes:
- Medical, dental, and vision benefits
- 401(k) retirement savings plan
- Employee Stock Purchase Plan
- Term life insurance plan
- Short-term and long-term disability benefits
- Well-being programs
- Education assistance
- Free development courses
- CVS store discount
- Discount programs with participating partners
- Paid Time Off (PTO) or vacation pay
- Paid holidays throughout the calendar year
Work Environment and Company Culture
At CVS Health, we are committed to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the principles of respect, integrity, and compassion, and we strive to create a workplace where every colleague can thrive and grow. As a fully remote role, you will have the flexibility to work from anywhere, with the support and resources of a dedicated team behind you.
Career Growth Opportunities and Learning Benefits
As a Customer Service Supervisor at CVS Health, you will have access to a wide range of career growth opportunities and learning benefits, including:
- Professional development programs
- Leadership training and mentorship
- Cross-functional opportunities
- Education assistance and tuition reimbursement
- Free development courses and online learning platforms
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Supervisor at CVS Health, you will have the chance to make a real difference in the lives of our customers and colleagues, while developing your skills and advancing your career in a dynamic and supportive environment. Don't miss out on this chance to join our team and bring your heart to every moment of your work.
Apply Now